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1 We at Trams and ClientBase Prducts and Services, feel strngly that the easiest and fastest way t get ClientBase up and running is t assign an In-Huse Trainer t implement the prgram. We suggest this trainer attend ur live WebEx ClientBase General Overview and the Starting with the Basics classes which were intentinally designed t g hand-inhand with this prgram. If yu need help setting up the prgram befre yu start training, Trams.Implementatin@Sabre.cm.The enclsed 5-step all-inclusive training prgram is designed t help the In- Huse Trainer successfully train agents n the 5 basic ClientBase cncepts: Packet One: Learning Basic Prfile Skills Packet Tw: Learning Merge t PNR Packet Three: Updating Marketing Cdes Packet Fur: Getting Started with Res Cards and Reminders Packet Five: Enhanced Res Card Skills Hw Des the In-Huse Trainer Begin? The fllwing steps utline hw t use each f the 5 training packets: 1. Overview Each training packet starts with a general verview f the skills that will be cvered. Read this verview befre starting each cncept. 2. Class Outline T help yu train yur agents n each skill, a class utline f the material t review is included 3. Agent Handuts Practice makes perfect. After training yur agents n a skill using the class utline, agent handuts are prvided including Cheat Sheets and practice drills. 4. Mnitr Results This is prbably the mst imprtant part f the training prgram. The nly way t ensure yur agents get it is t track results. This sectin gives yu queries and reprts fr yu t see wh s caught n and wh needs help. 5. Additinal Resurces and Skill Enhancement exercises are als included at the end f each packet... 1

2 Packet One: Learning Basic Prfile Skills Overview In many agencies client infrmatin is stred in many different lcatins. With ClientBase, yu nw have a tl that centralizes all client data int a single lcatin, and makes that infrmatin accessible t everyne via a client prfile. In this first packet, Learning Basic Prfile Skills, yu are teaching the agents t master the fllwing Prfile skills: Hw t launch ClientBase and tggle between ther prgrams. Hw t begin ding Level 1 Lkup (Query) using Client Search Flder. Start a new prfile. Update existing prfiles. Cmplete key prfile fields: First Name Last Name Curtesy Title Primary Address Primary Phnes/ s Interface ID (if agency requires) Salutatin Travelers (Names, Credit Cards, Frequent Flyer Numbers, TSA required infrmatin) Hw t use Travel Histry t view past client travel. Hw t use OK/Cancel/Apply. 2

3 Learning Basic Prfile Skills Class Outline After setup, yu are ready t hld a staff meeting. (Imprtant! Please have yur agents attend the General Overview live WebEx class (register r jin frm as a prerequisite t this training sessin.) Phtcpy, pass ut Agent Handuts, and teach Basic Prfile Skills: Brief intrductin frm Owner r Manager: What is ClientBase and why is it imprtant t us as an agency? This is a pep talk, buy-in, demnstrating enthusiasm fr the prgram. (3-5 Minutes) In-Huse Trainer Intr: Hw des ClientBase benefit agents? Helps me rganize my daily rutine (3 Minutes) Instead f having client inf in lts f places, I can nw access it frm just ne place Helps me remember mre abut my clients Helps me qualify my clients Everyne knws which clients are mine Easier fr thers t help my clients Service my clients better Saves me time Makes it pssible fr agency t market effectively and drive prfitable business in thrugh the drs My agency thrives In-Huse Trainer Discussin: Hw d I lg int ClientBase and tggle between multiple applicatins? (2 Minutes) In-Huse Trainer Discussin: What is a prfile? (3 Minutes) In tday's marketplace travel agents are finding a need t shift their fcus away frm just being rder takers and prcessing transactins. A prfile is a flder that cntains all traveler infrmatin. In-Huse Trainer Demnstratin: Hw t lk up a prfile using Client Search flder, and update prfile fields. Bnus: Click n Travel Histry tab t view what travel client has dne in past! (2 Minutes) In-Huse Trainer Demnstratin: Hw t create a new prfile, cmplete fields and review cncept f aut-fill fields set by the agency. (12 Minutes) First Name Last Name Curtesy Title (aut-fill field) Primary Address (aut-fill fields including cncept fr defined zip cdes, city and state) Primary Phnes/ s 3

4 Interface ID (if agency requires; aut-fill field r hw t use if nt an aut-fill field) Salutatin (aut-fill field) Travelers (Legal Names, Credit Card Numbers Frequent Flyer Numbers and TSA required infrmatin.) In-Huse Trainer Demnstratin: Hw t use OK/Cancel/Apply. (1 Minute) Q & A Sessin. (Cap at 5 Minutes) In-Huse Trainer Hands On (10 Minutes): Have agents practice new skills by calling up existing prfiles and creating new nes by using rle- playing (see Agent Handuts). Yu may want t just d a few f these, and let agents practice by n their wn. In-Huse Trainer Sets Expectatins (3 Minutes): Shw agents the User Stats Reprt, and suggest initial gals and hw it will be tracked.. Fr example, if n average an agent talks with 15 custmers a day, 10 updates a day might be expected. 4

5 Agent Handut: Learning Basic Prfiles Skills Disrganized? Over wrked? Wasting time lking fr files, phne numbers and infrmatin? ClientBase Can Help 5

6 Unleashing the Pwer with the Prfile Manager At the heart f ClientBase is the Prfile Manager. Frm this windw, view, srt and manage all the client, agent, r vendr infrmatin, r manage relatinships with prspective clients and vendrs. This is where many agents spend mst f their time - accessing and updating data. In the past, a ptential custmer has called yur agency, but never made it int the system because they did nt bk a trip. With ClientBase, turn prspects int lifelng custmers by tracking these ptential clients, taking wnership f them and including thse in future marketing prgrams. Example: Steve Rsen calls t plan a surprise getaway with his wife, Barbara, fr their upcming anniversary. After lcating his prfile, yu ntice the Travel Histry indicatr ntifying yu that Steve has bked travel with the agency in the past. Yu quickly check their past travel histry, and then glance at their marketing preferences and with this infrmatin yu are able t suggest just the right travel package. He appreciates yur knwledge f their needs, which is why he bks thrugh yu again and again. Oh, and while yu are in their prfile, yu quickly capture the date f their anniversary in the Special Dates table, s next year yu can initiate the idea f a rmantic getaway. 6

7 Cheat Sheet Agent Prfile Basic Skills Steps fr successfully using Prfiles 1. With every custmer cntact, query (search) fr prfile by name in Glbal Flder entitled Client Search. Enter the first few letters f Prfile Name in field that says Enter Name Here r Traveler/Cntact Name Last Name in the assciated field. 2. If FOUND, pen and verify prfile data in header. Click General Inf tab t update any infrmatin. Next add any travelers/ fr this prfile in Traveler Tab by clicking Add and add first name, last name, middle name, birthday, citizenship, passprt, credit card, and frequent flyer numbers. 3. If NOT FOUND, click n the Prfile Icn in tlbar and add either Leisure Prfile r Crprate Prfile. Minimum required is Name, address, phne number & if yu can get it! Prfile General Inf Tabs t Cmplete Highlighted Areas Suggested Sample Cmmunicatins Tab Fields t Cmplete 7

8 8 Sample Traveler Tabs t Cmplete

9 Let s Practice! Exercise #1: Rle Play Partner up with anther agent in yur ffice and practice different methds fr finding wh yu are talking with n the phne. Example 1: Hi my name is Susan Andersn, and yur name is? Example 2: Query fr the client s prfile. If they are in the system, say I see yu ve bked with us in the past (using the Travel Histry flder). Are yu still at this address? Is this still yur phne number? I see I dn t have an fr yu, may I have that please? (This way the client thinks yu remember them.) If nt in system, create a new prfile by saying, Can I get yur name and yur phne number please? Exercise #2: Clean up yur tp 50 custmer prfiles! (If nne exist, see Exercise #3). Clean up yur tp 50 client prfiles making sure they have prper addresses, s and ther items taught t yu in Learning Basic Prfiles. Use yur client list, make sme phne calls, r use ther resurces t update these prfiles fr yu and yur agency s marketing prgram. Exercise #3: Create Yur Tp 20 Prfiles if Nne Exist in ClientBase If n prfiles exist in ClientBase, create new prfiles fr yur tp 20 custmers, and fill ut the fields yu learned abut in this lessn. 9

10 Learning Basic Prfile Skills Mnitr Results (Inspect What Yu Expect!) After yu have taught agents basic prfile skills, use reprts t mnitr their prgress. Review and discuss results with agent as sn as pssible: Query daily fr previus day s newly updated prfiles (use Prfiles Updated Yesterday flder yu created in setup). Run Reprts t check agents prgress (see samples belw) User Stats Reprt n Prfiles Updated: Click saved flder, Prfiles Updated Yesterday, and g t Reprts Prfile Reprts Statistics User Stats t run reprt shwing prfiles created and mdified with a ttal number f updates by User. Cmpleted Fields Reprts n Prfiles Updated: Click saved flder, Prfiles Updated Yesterday, which cntains mdified prfiles tgether with any new prfiles agents created the day befre, and g t Reprts Prfile Reprts Statistics Cmpleted Fields t run reprt shwing per user which fields were cmpleted with percentages. Publish User Stats daily fr all t view (fr agent accuntability). Review prfile skills with thse agents wh need help. Randmly select an agent t sit with and bserve their usage. Sample User Stats Reprt n Prfiles Updated Yesterday Sample Cmpleted Fields Reprt n Prfiles Updated Yesterday 10

11 Learning Basic Prfile Skills Additinal Resurces Here is a list f additinal resurces available frm Trams and ClientBase Prducts and Services t help yu and yur agents learn basic prfile skills: Fr the In-Huse Trainer: 1. Frm ClientBase prgram, click Help Files Cntents: a. Read Set Up ClientBase fr Yur Agents b. Read An In-Depth Lk at Client Prfiles 2. Frm a. Attend live WebEx classes: the daily Q&A, Basics: Prfiles, Merge t PNR and Marketing Cdes frm ClientBase WebEx link. b. Listen t Webex recrdings frm ClientBase Windws Recrdings link. Fr the Agents: 1. Frm ClientBase prgram, click Help Files Cntents a. Read An In-Depth Lk at Client Prfiles 2. Frm a. Attend live WebEx classes: the daily Q & A, Basics: Prfiles, Merge t PNR and Marketing Cdes frm ClientBase WebEx link b. Listen t recrded WebEx n prfiles frm ClientBase Windws Recrdings link 11

12 Learning Basic Prfile Skills Enhancement As agents becme mre cmfrtable in entering basic prfile infrmatin, yu may want t teach them additinal skills: Hw t enter Secnd Addresses Hw t enter Bill T/Ship T/Additinal Addresses Hw t enter different cmmunicatin entries and link t specific traveler names Hw t enter Special Dates Hw t assciate cards with specific traveler names Hw t use Referred by field Hw t enter additinal infrmatin fr Travelers: -Birthday -Passprts -Cmmunicatin Entries -Traveler Preferences Hw t enter basic infrmatin t Marketing Tab 12

13 Packet Tw: Merge t PNR Skills Overview Yu will discver that yur database grws rapidly nce yur agents are trained n the practical applicatins f ClientBase. Using Merge t PNR prvides an everyday tl that demnstrates the value f the prgram t yur agents. In this secnd packet, Learning Merge t PNR, yu are teaching the agents t master the fllwing assciated skills: Hw t tggle back and frth between the GDS and ClientBase. Hw t initiate the Merge t PNR prcess using ne f tw methds. Start in the GDS by checking availability and bking flights. Tggle int ClientBase, display r build a new prfile and merge custmer data t the PNR. Start in ClientBase and search fr prfile. Display r build a new prfile and merge data t PNR. Tggle int GDS t check availability and bk flights. Hw t use the Merge t PNR Feature. Selectin Screen Hw t use the Merge t PNR feature Selectin Screen Always Mve/Optinal Mve selectins Dragging travelers t desired PNR name field psitin Click Next PNR Preview Screen Update in GDS frmat Send t PNR Hw t tggle and review merged data in PNR. 13

14 Learning Merge t PNR Outline In-Huse Trainer Demnstratin: Step-by-step hw t Merge t PNR. (8 minutes) Search fr prfile either prir t ding availability in GDS, r after. Verify client data and that a Bill T/Ship T address exists. Merge t PNR. Review Selectin Screen. Select and unselect as desired. Shw hw t mve passenger t desired PNR psitin by dragging and drpping. Review PNR Preview Screen, explaining hw t make changes. Send t PNR and explain prcess f clipbard r API. In-Huse Trainer Dem: Hw t tggle back t GDS t review merged data, check fr errrs, display PNR. (2 minutes) and Q & A Sessin (Cap 5 minutes) In-Huse Trainer Hands On: Have agents practice new skills by merging t PNRs (see Agent Handuts). (10 minutes r have them d ne r tw, then practice n their wn.) In-Huse Trainer Sets Expectatins: Expectatin is that all PNRs will nw be created frm ClientBase. (1 minute) 14

15 Agent Handut Merge t PNR Skills Disrganized? Over wrked? Wasting time lking fr files, phne numbers and infrmatin? ClientBase Can Help 15

16 Cheat Sheet Merge t PNR Save Time and Duplicatin with Merge t PNR N mre multiple entries r databases! ClientBase prvides the ability t mve custmer infrmatin (maintained in the ClientBase prfile) t yur reservatin system's PNR. This feature wrks with Amadeus, Apll/Galile, Sabre, and Wrldspan. Sit back and watch yur database grw and watch yurself becme mre efficient by using yur marketing database t build PNRs. Yu'll be surprised at hw quickly existing custmer infrmatin gets updated, and hw quickly new custmer infrmatin gets added t yur marketing database, when agents use it as their surce fr building PNRs. Als, watch yur custmer lyalty grw as agents access custmer infrmatin when building PNRs fr yur leisure clients, rather than repeatedly asking them fr the same infrmatin Example: Michael Blue calls yur agency t bk sme flights t Paris. Yu first lcate Michael s prfile in yur marketing database (ClientBase) and verify current address and phne infrmatin. Once cnfirmed, click the Merge t PNR buttn and within mments yu have the PNR started with all f Michael's necessary infrmatin. 16

17 Let s Practice! Rle Playing: Team up with anther agent. One f yu is the custmer, and ne f yu is Merging t PNR: Exercise #1: Start by checking availability in the GDS and tggle back int ClientBase t mdify/add new prfile infrmatin. If custmer is in database, ask them if they still reside at this Address, is that still the phne number, may I add yur address? Then Merge t PNR. Select the travelers and any infrmatin yu want t merge t the PNR. Cmplete the merge and cntinue the PNR. Repeat exercise, but nw custmer is nt in database. Hw will yu ask fr infrmatin yu need fr yur custmer database? Exercise #2: Start in ClientBase and tggle back int blank PNR t cntinue availability prcess. If custmer is in database, ask them if they still reside at this Address, is that still the phne number, may I add yur address? Then Merge t PNR. Select the travelers and any infrmatin yu want t merge t the PNR. Cmplete the merge and cntinue the PNR. Repeat exercise, but nw custmer is nt in database. Hw will yu ask fr infrmatin yu need fr yur custmer database? 1. Example 1: Hi my name is Susan Andersn, and yur name is? 2. Query fr the client s prfile. If they are in the system, say I see yu ve bked with us in the past. Are yu still at this address? Are yu still at this phne number? I see I dn t have an fr yu, may I have that please? (This way the client thinks yu remember them.) If nt in system, create a new prfile by saying, Can I get yur name and yur phne number please? 17

18 Merge t PNR Skills Mnitr Results (Inspect What Yu Expect!) After yu have taught agents basic Merge t PNR skills, use reprts t mnitr their prgress. Review and discuss the results with agents as sn as pssible: In Trams Back Office (r any back ffice prgram) run a UDID reprt with apprpriate parameters t track hw many agents have been using Merge t PNR frm ClientBase. In TBO, g t Reprts Reprt Generatr Print Reprt, and select Client Activity Detail Reprt. Put in date parameters (day befre) in Issue Date Range Frm & T. Under the Advanced Tab, Select UDID 5 and is nt blank. Yu can als select ne agent r leave the agent field blank and the reprt will cntain all agents. Publish Reprt Stats daily fr all t view (fr agent accuntability) using the percentage f PNRs started frm ClientBase. Review Merge t PNR skills with thse agents wh need help. Randmly select agents t sit with and bserve usage. 18

19 Merge t PNR Skills Additinal Resurces Here is a list f additinal resurces available frm Trams Prducts and Services t help yu and yur agents learn basic Merge t PNR skills: Fr the In-Huse Trainer: Frm the ClientBase prgram, click Help Cntents: Read Putting Prfiles t Wrk fr Yu, see Merge t PNR sectin Attend Live WebEx classes: Daily Q&A, ClientBase Basics: Prfiles, Merge t PNR and Marketing Cdes All Live WebEx classes are recrded. Pick a cnvenient time t listen t ur recrded sessins. Fr the Agents: Frm the ClientBase prgram, click Help Cntents: G t Putting Prfiles t Wrk fr Yu Merge t PNR Attend Live WebEx classes: Daily Q&A, ClientBase Basics: Prfiles, Merge t PNR and Marketing Cdes All Live WebEx classes are recrded. Pick a cnvenient time t listen t ur recrded sessins 19

20 Merge t PNR Skills Enhancement As agents becme mre cmfrtable in entering using the Merge t PNR feature in ClientBase, yu may want t: Create PNR entries at Branch Level. Create PNR entries at Agent Level. Teach Agents hw t create PNR entries and use at the Traveler Level Teach Agents hw t create PNR entries and use at the Prfile Level. Explain the significance f the name field assciatin in Prfile Cards Tab. 20

21 Packet Three Updating Marketing Cdes Overview Tracking yur clients travel preferences is simple when a checklist f marketing cdes is available t select frm. The Marketing Tab in the ClientBase prfile makes it easy fr agents t check ff client demgraphics and preferences. These cdes can then be used fr future marketing and t help agents qualify clients fr new trips In this third packet, Updating Marketing Cdes, yu are teaching the agents t master the fllwing skills: Update client prfiles with Marketing Cdes that reflect travel interests Prfile Marketing Tab Screen Scrll up and dwn Add/Delete Cdes Use Summary Marketing Cde Tree Use Marketing Cdes t qualify clients Hw t run client surveys and cllect infrmatin abut yur clients 21

22 Update Marketing Cdes Class Outline After setup, yu are ready t hld a staff meeting. Phtcpy, distribute Agent Handuts, and teach Updating Marketing Cdes: In-Huse Trainer Intr: Hw des Updating Marketing Cdes in ClientBase benefit agents? (2 minutes) Agency can perfrm target marketing t get right prduct t the right custmers Helps agents t qualify clients Agents can d target marketing t their wn clients Agents can be pr-active with their wn client lists t stimulate travel In-Huse Trainer Discussin: Review the Marketing Tab screen. (5 minutes) Scrll up and dwn Add/delete cdes (explain hw and why cdes change and value f keeping updated.) Use f the tree n the left hand side f the screen (at a glance, agents can view the interests f the client) In-Huse Trainer Discussin: Review f Marketing Categries and Cdes. (5 minutes) Review and define any cdes that might be pen t interpretatin Ask fr suggestins frm agents n what cdes they feel are missing In-Huse Trainer Discussin: Ppulating Marketing Tab by Printing a Travel Survey: (5 minutes) What is a travel survey (alternative t asking a series f questins) Hw t run survey with Print Only Cdes What it accmplishes (gathers large amunts f infrmatin abut a client at ne time) Valuable fr existing client t update r a new client t ppulate infrmatin In-Huse Trainer Discussin: Ppulating Marketing Tab by talking with Client: (8 minutes) During sales prcess During Welcme Hme call Listen during a cnversatin with a client, take ntes, update prfile Q & A Sessin (Cap at 8 minutes) In-Huse Trainer Hands On: Have agents practice new skills by calling up existing prfiles and adding cdes and by using rle playing (see Agent Handuts) (10 minutes r practice n yur wn) In-Huse Trainer Sets Expectatins: Whenever an agent has cntact with a custmer and picks up n an interest while bking a trip, ding a welcme hme call, r just in general cnversatin, agent checks ff marketing cde in Prfile Marketing Tab. (2 minutes) 22

23 Agent Handut Updating Marketing Cdes Disrganized? Over wrked? Wasting time lking fr files, phne numbers and infrmatin? ClientBase Can Help 23

24 Streamline Marketing with Pint-and-Click Cdes The Marketing Tables in ClientBase helps yu identify each f yur custmer s unique travel preferences, interests and demgraphics, while at the same time autmatically gruping yur clients with cmmn cdes. Since qualifying a custmer fr a leisure vacatin can be the tughest part f selling leisure travel, access t this valuable infrmatin might just make the difference between clsing a sale r lsing it. These Marketing Cdes make it pssible t cnsistently ffer the right prduct in frnt f the right client by bth frnt-line agents and any marketing prgrams geared twards generating travel interest. In additin, labels, letters, and s are quickly created t link clients and travel preferences when a ht travel special lands n yur desk. A master set f marketing tables appears in every client's prfile under the Marketing tab. Eight f these tables cme with pre-defined default cdes, but all f them can be custmized t meet yur agency needs. With a simple pint-and-click with the muse, every agent selects frm the same list, and that means client cnsistency and agent simplicity. Example: Greg Burdan calls in and requests sme infrmatin n a trip t the Cayman Islands. He read abut the great destinatin in his favrite Scuba Weekly magazine and figures it wuld be a great place fr a hneymn (may as well squeeze in sme diving). By clicking n the Marketing Tab in Greg s prfile, the agent easily places a checkmark in the bx next t Scuba/Snrkel under the What Interests Table. Nw, when yur agency has a scuba r snrkeling-related trip t prmte, rest assured that Greg will be included amng the ther qualified clients yu are tempting with the great deal! 24

25 Cheat Sheet Updating Marketing Cdes Steps fr successfully using Marketing Cdes: 1. With every custmer cntact, query (search) fr prfile and update custmer infrmatin r create a new prfile. 2. As yu are talking with the client, if there is anything checked ff in the marketing table, use this infrmatin t Qualify the custmer. 3. If a client bks r inquires abut a particular trip, click the marketing cde that reflects this interest fr future marketing. 4. If a client is waiting fr yu while yu check n availability, print ut a client survey and ask fr an update f his travel preferences. That s a great way t quickly add new Marketing Cdes t yur database. Print Travel Survey Here 25

26 Let s Practice! Exercise #1: Update Marketing Cdes Query yur wn Agent Prfile, and mark yurself as a married cuple, deluxe cruiser wh likes t ski, and cruise. Save. Nw query yur prfile back up and uncheck ski, and check scuba diving. Watch what happens n the left side f yur screen! Save. Nw query yur prfile and add/delete any Marketing Cdes that really d pertain t yu and yur family. Print ut a travel survey n the screen fr yurself. Ntice what this lks like fr what yu ve selected. Exercise #2: Rle Play 1. Partner up with anther agent in yur ffice wh has dne exercise #1. Call up his/her prfile and practice qualifying the custmer by using the Marketing Cdes that yu see checked ff in the Marketing Tab. Example 1: I see yu like t cruise, are yu planning ne sn? Example 2: Yu re a skier. Have yu heard abut ur Aspen Ski Prmtin this winter? 2. Reverse rles. 3. Practice a welcme hme call with yur partner, asking them what they liked and disliked abut the recent trip and update the marketing tables as yu are talking. 4. Reverse rles. 26

27 Mnitr Updating Marketing Cdes Results (Inspect What Yu Expect!) After yu have taught agents hw t update marketing preferences, here are sme ideas fr tracking their prgress: Randmly select an agent t sit with and bserve usage f Marketing Table. Review Updating Marketing Cdes with thse agents wh need help. 27

28 Updating Marketing Cdes Additinal Resurces Here is a list f additinal resurces available frm Trams and ClientBase Prducts and Services t help yu and yur agents learn basic prfile skills: Fr the In-Huse Trainer: 1. Frm ClientBase prgram, click Help Cntents: a. Read the In-Depth Lk at Prfiles Detailed Review f Flders MarketingTab sectin, and Tls fr Maintaining a Healthy Database Glbal Mdify. b. In Index, select M. Read Marketing Categries r Marketing Cdes. 2. Frm a. Attend live WebEx classes: The daily Q&A b. Listen t ur recrded WebEx classes at yur cnvenience. Fr the Agents: 1. Frm ClientBase prgram, click Help Cntents: a. Read the In-Depth Lk at Prfiles Detailed Review f Flders Marketing Tab sectin 2. Frm a. Attend live WebEx class: the daily Q & A r Basics: Prfiles, Merge t PNR and Marketing Cdes r Using Queries t Increase Sales n the Agent Level (reviews using Marketing and Queries with Marketing Cdes) b. Listen t ur recrded WebEx classes at yur cnvenience. 28

29 Updating Marketing Cdes Skills Enhancement As the in-huse trainer, here are additinal skills t enrich the agency database by adding marketing cdes t multiple prfiles at ne time. Use Glbal Mdify t add cdes t multiple clients Examples: In Level 2 Travel Histry Query, call up prfiles f clients wh have traveled with a travel categry f Cruise, and use Utilities Glbal Mdify the Marketing Cdes with Cruise in thse prfiles. In Level 2 Travel Histry Query, call up prfiles f clients wh have traveled with a particular vendr, such as Crystal Cruises, and glbally mdify the Marketing Cdes with Deluxe in thse prfiles. In Level 2 Grup Query, call up prfiles f clients wh have traveled in a particular grup and glbally mdify the Marketing Cdes in thse prfiles t reflect interests f that grup. A ski grup wuld all have skiing as a marketing cde. 29

30 Packet Fur Getting Started with Res Cards and Reminders Overview Wuldn t it be great if yur agents had a simple way f tracking each new trip inquiry that came int the agency, and a systematic apprach t fllwing up t clse the sale? Managers culd actually see hw many inquiries came in n a given day r week, and see the sales fllw-up status. Agents wuld clse mre sales. With ClientBase Res Card and Reminder features, these tls are nw at yur fingertips. In this furth packet, Getting Started with Reminders & Res Cards, yu are teaching the agents t master the fllwing skills: Hw t create Reminders in cnjunctin with Res Card. Whenever a custmer makes a trip inquiry, an agent shuld: Update/Create Prfile & Create Res Card Agent Name Required; Active Status is default Set Reservatin Cycle t Under Cnsideratin Give trip a name & Identify regin Apply t save Res Card and stay in it Hw t create Reminder in Activity tab f Res Card t fllw-up n sale: Create Reminder Set a fllw-up date Use subject, Trip Inquiry Fllw-up frm drp-dwn menu Use the alarm (ptinal) Hw t create a persnal flder within the Activity Manager fr each agent. This saved query defaults upn pening the Activity Manager fr the agent s daily Reminders. Hw t wrk ff a T-D List and clse Reminders with either a reschedule r using Cmpleted Field. 30

31 Getting Started with Res Cards and Reminders Class Outline After setup, yu are ready t hld a staff meeting. Phtcpy, distribute Agent Handuts, and teach Getting Started with Reminders & Res Cards skills: In-Huse Trainer Intr: Hw d Res Card Reminders benefit agents? (2 minutes) Helps me rganize my daily rutine. Helps me manage the sales prcess: I ll get alerted when it s time t fllw-up n that sales inquiry. Helps my agency determine hw many new trips are inquired abut n a daily, weekly, mnthly basis, and hw many f these trip inquiries turn int actual bkings. All details abut a particular trip are stred in ne place. In-Huse Trainer Demnstratin: Hw t create Reminders in cnjunctin with Res Card. With every trip inquiry (nn-arc), an agent creates a basic Res Card. What is a Res Card? (5-8 minutes) Search fr Prfile Update/Create Prfile if nne exists Create Res Card Add Agent name if nt defaulted Status Active defaults Select Reservatin Cycle Under Cnsideratin Give trip a name Identify Regin/Destinatin Apply t save Res Card and remain in it In-Huse Trainer Demnstratin - Hw t create a Reminder in the Res Card Activity Tab fr trip fllw-up: (6 minutes) Set a fllw-up date Explain dated and timed activity vs. t-d timeless Review screen details Select Trip Inquiry Fllw-up as subject frm drp-dwn menu Use the alarm (ptinal) 31

32 In-Huse Trainer Demnstratin - Shw hw t find all activities in the activity tab f custmer prfile. (2 minutes) In-Huse Trainer Demnstratin Hw t click Glbal Flder yu set up, New Trip Inquiries, click Filter, and hw t input Agent s wn name. Then demnstrate hw t save this as a Persnal Flder by using File Save Query As. Each agent saves flder as My New Trip Inquiry Fllw-ups. (5 minutes) In-Huse Trainer Demnstratin Hw t wrk ff a T-D List daily. Either clsing the Reminder by rescheduling it, r using the Cmpleted field t take ff the list after it is refreshed. (3 minutes) Q & A Sessin (Cap at 5 minutes) In-Huse Trainer Hands On: Have agents practice new skills by ding exercises and rle playing with anther agent (see Agent Handuts). (8 minutes r have them practice n wn.) In-Huse Trainer Sets Expectatins: Expectatin is that with all new trip inquiries, agents will create a new Res Card and a Trip Inquiry Fllw-Up Reminder. (2 minutes) 32

33 Agent Handut Getting Started with Res Cards & Reminders Disrganized? Over wrked? Wasting time lking fr files, phne numbers and infrmatin? ClientBase Can Help 33

34 Strengthen Client Relatinship with Activity Manager Tired f the paper nightmare taking ver yur desk? S many pst-it ntes yu can hardly find yur cmputer? Thrugh the use f Reminders, Ntes, and Mailers, ClientBase makes tracking cmmunicatin with yur clients a paperless prcess. Best f all, this infrmatin can be shared amng agents and used t manage the marketing activities ging n in yur agency. Reminders act as ticklers t keep yu n tp f imprtant activities like brchure fllw-ups, final payments, welcme hme calls, birthdays and ther marketing activities. Agents create Reminders t schedule future cntacts and maintain daily t-d lists. Ntes allw Agents t easily dcument the cntact yur custmers have with yur agency such as Client Cmments, Client Inquiries, r Client Questins. Mailers act like entries in a marketing lg. They are a histrical recrd created autmatically whenever a label, dcument template, , r mail merge file is created fr a client r grup f clients. (Studies have shwn agents' prductivity and sales increase dramatically when using an activities management system like ClientBase. Better agent prductivity is an imprtant ingredient f a happy and successful agency.) Example: The agency s mst prductive agent, Sharn, wrks frm a daily Reminder and t-d list in ClientBase. Frm this area, she tracks and cmpletes all f the custmer marketing tasks that keep her valued clients lyal. ClientBase helps Sharn manage her schedule and t-d list s she is efficient at: Fllwing-up and clsing just abut any travel lead that cmes her way. Managing all f the tasks invlved in planning a trip, including checking n payments, dcuments, waitlists, seating etc. Welcming her custmers hme frm their trips, as well as scheduling and managing n-ging cmmunicatins with her valued custmers. The way that Sharn begins her wrkday each mrning tells yu ne f the reasns that she is a prductive agent. The first thing she des when she signs int ClientBase is click n the Activities tab. By default, ClientBase queries the database fr Sharn s Open Reminders and the Results Screen immediately displays a list f the Reminders (r tasks) she needs t cmplete tday. She likes t plan ahead and it is becming mre and mre apparent why Sharn is the mst prductive agent. It has taken less than ne minute fr Sharn t review and rganize her day with the help f ClientBase. 34

35 Cheat Sheet Getting Started with Res Cards & Reminders Steps fr successfully implementing basic Reminder & Res Card skills: 1. When a custmer inquiries abut a trip, query (search) fr prfile t update r create new prfile, and click n Res Card icn n tl bar t create a new Res Card. Agent Name required Status Active defaults Select Reservatin Cycle, Under Cnsideratin Give trip a name & identify Regin and Destinatin Apply t save Res Card 2. Click the Activity Tab and Add t create Reminder fr trip fllw-up: Set a fllw-up date Select subject, Trip Inquiry Fllw-up, frm drp-dwn menu Use the alarm (ptinal) Click Refresh t see newly created Reminder Save Res Card 3. Every day pen Activity Manager and yur flder, New Trip Inquiry Fllw-ups appear n yur T-D List. 4. Clse a Reminder by either rescheduling it (if apprpriate), r checking the Cmpleted field. Click Refresh t take Reminder ff yur T-D List. 35

36 Res Card with Activity Created, and suggested fields filled ut: Click New Trip Fllw-up Flder t see Reminders: 36

37 Let s Practice! Exercise #1: Use yur wn Agent prfile t create a new Res Card, fill in the suggested fields, and create a Reminder t fllw-up next week. Set an alarm. Click n yur saved flder in the Activity Manager, My Trip Inquiry Fllwups t see this new Reminder. Exercise #2: There s a new client n the phne interested in a Bermuda Cruise. Create a new Prfile, a new Res Card, fill in the suggested fields, and create a Reminder t fllw-up next week. Set an alarm. Click n yur saved flder in the Activity Manager, My Trip Inquiry Fllw-ups t see this new Reminder. Then Delete the prfile. Exercise #3: Rle Play Partner up with anther agent in yur ffice and practice hw t create a new Res Card with Reminder by using an Agent prfile. (Dn t frget t ask client if this is crrect address, phne number and .) Reverse rles. 37

38 Mnitr Results fr Getting Started with Res Cards and Reminders (Inspect What Yu Expect!) After yu have taught agents basic creatin and use f Reminders and Res Cards, use reprts t mnitr their prgress t review and discuss results as sn as pssible: Frm the Activity Manager click the New Trip Inquiry Fllw-ups flder. G int the filter, d nt reset and put in any dates yu desire in the Activity Date t run a reprt (last 2 days, last week, etc.) Run Agent Statistics Reprt t check agents prgress (see sample belw): G t Reprts Activity Reprts Statistics User Stats t run reprt shwing per agent what New Trip Inquiries were created yesterday. Publish User Stats daily fr all t view (fr agent accuntability). Review skills with thse agents wh need help. Randmly select an agent t sit with and bserve usage. After Agents have learned Packet 5 (Res Cards), yu can see hw many Trip Inquiry Reminders turned int actual bkings. Click the Clsed Trip Inquiry Fllw-ups flder. Jump int the Res Card frm the Reminder, and see if the Reservatin Cycle has been changed t Bked. 38 Sample User Stats Reprt n Reminders Created Yesterday

39 Getting Started with Res Cards and Reminders Additinal Resurces Here is a list f additinal resurces available frm Trams Prducts and Services t help yu and yur agents learn basic prfile skills: Fr the In-Huse Trainer: 1. Frm ClientBase prgram, click Help Files Cntents: a. Read An In-Depth Lk at Activities. b. In Index, type in R and read the Batch Reminders sectin. 2. Frm a. Attend live WebEx classes: the daily Q&A, Using Activity Manager t Organize Yur Day, Using Res Cards and Reminders (Part 1) frm ClientBase WebEx link. b. Listen t ur recrded WebEx classes at yur cnvenience. Fr the Agents: 1. Frm ClientBase prgram, click Help Files Cntents: a. Read An In-Depth Lk at Activities 2. Frm a. Attend live WebEx class: the daily Q & A, Using Activity Manager t Organize Yur Day, Basics: Using Res Cards and Reminders (Part 1) frm ClientBase WebEx link b. Listen t ur recrded WebEx classes at yur cnvenience. 39

40 Getting Started with Res Cards and Reminders Skills Enhancement As agents becme mre cmfrtable in creating and using basic Reminders, yu may want t teach them additinal skills: Hw t create Ntes Other Reminder uses Hw t add ther types f Reminders Hw t use At-A-Glance 40

41 Packet Five Enhanced Res Card Skills Overview Nw that yur agents have been intrduced t the ClientBase Res Card t manage the sales prcess, it s time t expand the use f the Res Card fr tracking the reservatin details nce a bking is made, and t use Batched Reminders t manage the trip planning prcess. In this fifth packet, Enhanced Res Cards Skills, yu are teaching the agents t master the fllwing skills: Hw t find Res Cards they have created Mving between Reminders and the Res Card Retrieving Res Cards frm the Client Prfile Review General Inf Sectin Aut-fill fields: Create Date, Agent, Status Hw t change Reservatin Cycle t Bked Bill T and Ship T Addresses Key Additinal Fields in Res Card Grup Regins and Destinatins Passenger Name Insert frm Prfile, and add ther travelers Hw t Create New Reservatin and input Vendr, trip pricing, and trip dates Hw t use Batched Reminders 41

42 Enhanced Res Card Skills Class Outline After setup, yu are ready t hld a staff meeting. Phtcpy, pass ut Agent Handuts, and teach Enhanced Res Cards Skills: In-Huse Trainer Review: What is a Res Card and hw des using Res Cards benefit agents? (3 minutes) Manages sale frm start t finish Easily create Reminders all at nce fr all the things yu need t track Prvides valuable trip details in ne place Management and wners can get valuable reprts n trips Yu can cpy a Res Card frm ne Prfile t anther Res Cards enable yu t use Live Cnnect Prviders Saves time by typing details int Res Cards instead f writing them n paper and transferring them Invices frm Res Cards fall directly int Trams Back Office In-Huse Trainer Demnstratin: Hw t retrieve previus created Res Cards. (3 minutes) Frm inside a Reminder Frm Prfile s Res Card Tab In-Huse Trainer Demnstratin: General Inf Res Card Sectin (3 minutes) Change Reservatin Cycle frm Under Cnsideratin t Bked. Shw hw t G t Prfile and use Windws t hp back int Res Card Explain Bill t and Ship T Addresses, Regins, Destinatin, Grup Add travelers Insert frm Prfile, and add ther travelers In-Huse Trainer Demnstratin Create a new reservatin and input vendr, trip pricing, and trip dates. (3 minutes) In-Huse Trainer Demnstratin - Click Batched Reminders t set up all reminders at ne time fr the trip. Shw hw t apply and check in Activity Tab fr all reminders created. (3 minutes) Q & A Sessin (Cap at 8 minutes) In-Huse Trainer Hands On: Have agents practice new skills by creating new Res Cards (see Agent Handuts) (8 minutes r practice n wn) In-Huse Trainer Sets Expectatins (fr Agent accuntability): Agents are t setup a Res card fr each new trip and create a reminder fr Trip Inquiry Fllw-up. When client bks trip, agent will query up the res card, fill in key Res Card infrmatin such as travelers, vendr, trip pricing and dates, and created batched reminders fr Depsit, Final Payment, Check fr Dcuments, and Welcme Hme call. (3 minutes) 42

43 Agent Handut Enhanced Res Card Skills Disrganized? Over wrked? Wasting time lking fr files, phne numbers and infrmatin? ClientBase Can Help 43

44 Manage the Trip Planning Prcess with Res Cards As yur agency implements ClientBase and begins reaping the rewards f imprved custmer relatinships and effective marketing prgrams, yur leisure travel sales shuld start increasing. T help yu better manage this increasing vlume f business and track the leads generated by yur marketing prgrams, the Res Card has been created. Think f the ClientBase Res Card as a hme fr the many details invlved in planning each and every trip fr yur custmers and as a tl that will help yu manage the entire trip planning prcess. Regardless f the technlgy yur agents use r dn t use, regardless f yur niche r type f business, regardless f hw lng yur agents have been in the business, there are certain fundamental cmpnents invlved in the trip planning prcess. The ClientBase Res Card has been designed t help agents thrugh each prcess with the bjective f making agents mre efficient and effective. In the past, agents may have cncentrated mre f their attentin n just the Bking Prcess, but with the advent f airline cmmissin caps, there has been a new emphasis n leisure bkings and a greater need t manage these leisure sales. The Res Card feature in ClientBase prvides a perfect tl t integrate all prcesses in trip planning. By setting up a Res Card, an agent can dcument the client s first call by creating a Res Card and scheduling a fllw-up call (listed n the daily t-d list) with a Reminder. Once the custmer is cnsidering the trip, the agent can capture details f reservatins and print ut client qutes r itineraries. By using the Live Cnnect feature in ClientBase, agents have the ability t bk reservatins via n-line bking engines and then pull all that reservatin detail back int the Res Card. When the client bks the trip, the agent can prduce invices and trip statements, while tracking inviced and un-inviced balances. Additinal ntes and reminders can be created t remind an agent f a final payment date r a dcument cnfirmatin. When the custmer returns hme, the agent can dcument his remarks and suggestins. Because all client trip data is in ne lcalized area, reprts such as Final Payment, Vendr Bking and Service Prvider Activity can be prduced fr Res Cards in all stages f implementatin f the trip planning prcess. As ClientBase shares a database with Trams Back Office, the invices generated frm the Res Card autmatically becme part f the Trams Back Office data. Invices generated thrugh the Res Card maintain their wn numbering system, separate frm the numbering system f invices generated thrugh Interface. Managing the Trip Planning Prcess Sales Prcess Bking Prcess Administrative Prcess Welcme Hme Prcess Accunting Prcess 44

45 Cheat Sheet Enhanced Res Card Skills Steps fr successfully entering Res Card Infrmatin: 1. Fr every new trip inquiry, edit/create a new prfile and then create a new Res Card and Trip Inquiry Reminder as learned in Packet When client bks the trip and if a Res Card already exists fr this custmer, pen it either thrugh the Reminder, r in the Prfile Res Card tab. Fill in Key Fields in Res Card: Res Card Cycle (change t Bked) Grup Trip Name Regin/Destinatin Passenger Name Insert frm Prfile, and add ther travelers 3. Create new Reservatin and input vendr, trip prices and trip dates. 4. Click Batched Reminders t autmatically schedule depsit due, final payment, check dcuments, welcme hme calls, etc. 45

46 Let s Practice! Exercise #1: Use yur wn Agent prfile t create a new Res Card, fill in the key fields, enter travelers, and create a reservatin with vendr, trip pricing, and trip dates. Click batched reminders t create all pertinent reminders at the same time. Apply changes and in the Activity Tab, click Refresh t see yur new reminders. Exercise #2: Use a real bking and enter basic data. Exercise #3: There s a new client n the phne interested in a Bermuda Cruise. Create a new Prfile and a Trip Inquiry Fllw-up reminder. Nw yu are calling him frm yur T-D list in the Activity Manager. Enter the Res Card frm the Reminder, change the Res Cycle, fill in all ther suggested fields, and create a reservatin with trip dates, vendr and pricing. Click batched reminders t create all pertinent reminders at the same time. Apply changes, and in the Activity Tab, click Refresh t see yur new reminders. Exercise #4: Rle Play Partner up with anther agent in yur ffice and practice creating a new Res Card in the partner s Agent prfile. (Dn t frget t ask client if this is crrect address, phne number and .) Change the Res Cycle t Bked, and enter sme travelers. Create a reservatin with vendr, pricing, and trip dates. Click batched reminders t create all pertinent reminders at the same time. Apply changes, and in the Activity Tab, click Refresh t see yur new reminders. Reverse rles. 46

47 Mnitr Enhanced Res Cards Skills (Inspect what yu expect!) After yu have taught agents Res Card skills, use reprts t mnitr their prgress t review and discuss results as sn as pssible: In Level 1 Res Card Query, chse Reservatin Cycle frm drp-dwn menu, and select Bked. Check Res Card fields fr accuracy. Were Travelers entered? Other fields yu taught? Were vendr, trip pricing, and trip dates cmplete? Were Batched Reminders set up? Query fr all Active Res Cards: Using Level 1 Query chse Status frm drp dwn menu and chse Active, and chse Agent Name and leave blank. G t Reprts Res Card Reprts Reservatin Cycle Reprt and srt by Agent t run reprt shwing what res card cycle per Agent each Res Card is in (see back). Publish User Stats daily fr all t view (fr agent accuntability). Review Res Card skills with thse agents wh need help. Randmly select an agent t sit with and bserve usage. Sample Reservatin Cycle Reprt Srted by Agent Srted by Agent n Active Res Cards 47

48 Enhanced Res Card Skills Additinal Resurces Here is a list f additinal resurces available frm Trams Prducts and Services t help yu and yur agents learn Enhanced Res Cards Skills: Fr the In-Huse Trainer: 1. Frm ClientBase prgram, click Help Files Cntents: a. Click An In-Depth Lk at Res Cards. b. Click Set Up ClientBase fr yur Agents Glbal Default Res Card Defaults Batch Reminder Settings. c. Frm Index, type B. Click Batch Reminders. 2. Frm a. Attend live WebEx classes: the daily Q & A, Setting Up Res Card Defaults, Setting Up t Invice frm Res Cards, Custmizing Res Card Trip Dcuments frm ClientBase WebEx link. b. Listen t ur recrded WebEx classes at yur cnvenience Fr the Agents: 1. Frm ClientBase prgram, click Help Files Cntents: a. Click An In-Depth Lk at Res Cards. 2. Frm a. Attend live WebEx class: the daily Q & A, Basics: Using Res Cards and Reminders (Part 1), Using Res Cards (Part 2) fr Invices, Itineraries & Trip Statements frm ClientBase WebEx li b. Listen t ur recrded WebEx classes at yur cnvenience 48

49 Res Cards Skills Enhancement As agents becme mre cmfrtable in entering Res Card infrmatin, yu may want t teach them additinal skills: What are Service Prviders? Differences between Service Prviders and Vendrs. Capture Reservatin Details manually, using Live Cnnect, using PNR Imprt, r using Inventry. Hw t use Client Qute Prpsals. Hw t generate an Invice. Using Live Cnnect. Using Itemized Pricing. Use f Itin/Invice Remarks. 49